55 Reviews
Meriton Suites Pitt Street, Sydney
Sydney CBD Sydney|0.18km from Sydney Town Hall
Although my room was very nice and what I expected, unfortunately my overall experience was not very pleasant at this hotel. The staff at the front desk was not only rude, they actually suggested that I find another hotel during check-in because I pointed out a fee discrepancy (credit card surcharges) that was not disclosed during my booking reservation on Trip.com app.
Meriton properties doesn’t disclose before, during, or after the reservation (Trip.com) that a credit card usage fee will be added, and that’s dishonest in my opinion.
What’s disappointing is the attitude I get for pointing out Meriton’s mistake. First they pointed to the sign on the front desk, however I didn’t make this reservation while standing in their front lobby. Second, they said I should have booked on their website next time where it’s disclosed—perhaps then Trip.com should remove them from their approved hotel list. Finally, to learn of the policy while I check-in by pointing to a sign at the front desk, and then being told that if I don’t like the policy that “I can checkout and take my business elsewhere”, was the last straw and is the definition of horrible customer service and poor resolution management. They could have handled this issue differently and just said, “we will look into it and try to do a better job of informing our customers of our policy online. We apologize for this miscommunication.”
They did email me afterwards with an apology but they still didn’t acknowledge their dishonesty in not disclosing their credit card usage fee on Trip.com app.
Excellent
194 Reviews